What information should the assistant collect?

Custom fields

The assistant always asks for a name and phone number. If you need more — a membership number, a car model, a case number — you create a custom field.

You do that under Settings → Custom fields. The fields control what the assistant extracts from the conversation.

How to create a field

1. Click Add field.
2. Give it a name the customer would recognise ("Registration number").
3. Write a short description of what the assistant should ask for.

The description matters: it is what the assistant uses to understand what it is looking for in the conversation.

What happens to the information

It appears on the call when you open it afterwards — together with the summary and transcript. If you use the API, it comes through there too.

Only ask for what you actually use. Every extra field makes the conversation longer, and a customer who has to answer five questions before they can book is more likely to hang up.